Technical Support Specialist 1 from System One
Birmingham, AL 35203
About the Job
Job Title: Technical Support Specialist (Energy Management Systems)
Location: Birmingham, Alabama
Summary of Position Duties
This role is part of a contracted 24/7/365 team that provides frontline support for computer systems and application diagnostics. The specialist will serve as the primary communication link between customers, support personnel, and management.
Education & Experience Requirements
Location: Birmingham, Alabama
Summary of Position Duties
This role is part of a contracted 24/7/365 team that provides frontline support for computer systems and application diagnostics. The specialist will serve as the primary communication link between customers, support personnel, and management.
Education & Experience Requirements
- Formal education in Computer Science or a related IT field, or equivalent experience is required.
- Excellent interpersonal skills with effective oral and written communication.
- Strong customer service skills.
- Understanding of Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulatory compliance requirements.
- Ability to multitask and prioritize based on criticality and operational impact to the Bulk Power system.
- Familiarity with Change Management processes and knowledge-based procedures.
- Preferred: Working knowledge of Windows and AIX or other UNIX-based operating systems.
- Preferred: Working knowledge of distributed computer networks.
- Ability to build and maintain relationships with key customers.
- Willingness to work nights, weekends, and holidays as part of a rotating shift.
- Strong critical thinking and problem-solving skills.
- Monitor primary SCADA and ancillary systems for health and availability on a day-to-day basis.
- Resolve frontline problems and coordinate repairs with EMS Department personnel and other staff.
- Notify key customers regarding system outages and events that may impact other critical systems.
- Provide input to the Team Lead and Supervisor for continual process improvement and customer feedback.
- Thoroughly track and document cases to completion with the support of EMS Department personnel.
- Adhere to all electronic and physical access policies.
- Support Business Continuity and Disaster Recovery systems on a daily basis.
- Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
- Adherence to Separation Protocol is required.
- Must pass all requirements of the client’s Insider Threat Program.
- Enhanced screening (including background check, drug screen, and psychological assessment) is required for selected candidates.
- May be required to be sequestered locally to the control center during severe weather situations.
- This position requires shift work, with operating shifts of 8 or 12 hours rotating between night and day shifts